Journal of Korean Society of Industrial and Systems Engineering (산업경영시스템학회지)

Society of Korea Industrial and System Engineering (한국산업경영시스템학회)
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An Empirical Study on Measuring Service Quality of Fast-Food Industry using Analytic Hierarchy Process

AHP 모형을 이용한 패스트푸드산업의 서비스품질 측정에 관한 실증적 연구

  • Lee, Hoe-Sik (Division of Advanced Industrial Engineering, Kyonggi University) ;
  • Choi, Yong-Jung (Dept. of Industrial Engineering, Graduate School of Kyonggi University) ;
  • Lee, Phil-Jae (Dept. of Industrial Engineering, Graduate School of Kyonggi University)
  • 이회식 (경기대학교 첨단산업공학부) ;
  • 최용정 (경기대학교 대학원 산업공학과) ;
  • 이필재 (경기대학교 대학원 산업공학과)
  • Published : 2005.12.31
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Abstract

Many domestic studies related to service quality are performed but the study on computing Service Quality Score is not yet activated. Because Service quality measurement plays an important role in assessing service performance and diagnosing service problems, it is very important that service quality is measured exactly. Therefore this study offered realistic approach method for computing Service Quality Score by using T.L. Saaty's Analytic Hierarchy Process technique. That is, Service Quality Score of this study is computed by using customer's priority(weights) for five dimensions(Tangible, Reliability, Assurance, Responsiveness, Empathy). This method is more realistic than the existing method computed by an arithmetical average of dimension's variables.

Keywords

References

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